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Duties and Responsibilities: Advanced Troubleshooting & Escalated Ticket Ownership: Receive escalated tickets from Tier 1 and take full ownership until resolution or closure. Perform advanced troubleshooting beyond first-line capability. Investigate network-level issues and identify root cause where determinable. Actively monitor and reduce personal ticket backlog; prioritise ageing and overdue tickets. CMS / Arcus Monitoring: Monitor device status using CMS and Arcus for assigned environments.…